Do you know that the lowest-ranking employees in a business can lose more customers than can be gained by the highest-ranking employees. That is why we care.. Our “Four” strategic talent development approaches are base on global best practices and our understanding in your business. I would be very happy to share with you on how our 12 customized and ready-to-use tools to create a talented workforce can give the direct benefits to your business.

1. BY NONKWAN HONGTHONG
© 2013 Talent Development by Nonkwan Hongthong. All rights reserved.
http://www.thetalentdevelopment.com/
Employee-to-Customer Experience Creation
“Engaging your team for the ultimate business results”
Presents
THE TALENT DEVELOPMENT

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An employee-to-customer “Experience Creation” will be extremely
advantageous to your business when you are…
..the business that looks for fast
growth via national and global
expansion
..the business that requires people to
physically interface with customers
in order to represent services and
products to the end-customers on
daily basis
..the business that realizes its brand
and product image is very
important to protect and enrich
..the business that plans to increase
its value with stronger brand equity
and organization for sustainable
competitive advantage

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 The lowest-ranking employees in a business can lose more customers than
can be gained by the highest-ranking employees.
 In the average business, for every customer who bothers to complain, there are
26 other who remain silent.
 An average unhappy customer will tell 8 to 16 people (about 10 percent will tell
more then 20 people).
 91 percent of unhappy customers will never purchase goods or services from
you again.
 If you make an effort to remedy customer's complaints, 82 to 95 percent of
them will stay with you.
 It costs about 5 times as much to attract a new customer as it does to keep an
existing one.
Hard Facts:
Source of info: scoremichigansgreatsouthwest.org
DID YOU KNOW?

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Top global companies are committed in enriching its corporate culture for
global business expansion.
Are you hungry?

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McDonald’s “three-legged stool” approach
“Fundamental in building the McDonald’s brand to exceed customer expectations,
the company is dedicated to engaging and retaining a talented workforce.”
Combined with the foundation the company is built on — its dedication to its employees —
McDonald’s prides itself on its culture of trust and collaboration and employs the “three-
legged stool” approach: each leg representing the company, franchisees and supplier
partners. By investing in the future of its people, the company profits from a motivated,
energized and happy workforce.
McDonald’s leadership team and owners and operators started when they were in high
school, at the front counter or at the drive-thru. McDonald’s employees grew through their
careers so they could be successful people within the business or owners of a number of
restaurants.
Source of info: Financial Post
Top global companies are committed in enriching its corporate culture for
global business expansion.

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Do you recognize this symbol?
Top global companies are committed in enriching its corporate culture for
global business expansion.

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“How do they develop the world’s most engaged, loyal and customer-centric employees,
year after year?”
“Today, Walt Disney is the largest media conglomerate in the world, where successful managers sell
their employees on a vision of the future.”
Walt Disney has become the biggest name in entertainment and tourism around the globe!
currently features 11 theme parks, 2 water parks, a global cruise line, and also offers guided
tours throughout various parts of the world.
Source of info: Forbes, Disney University
Culture is Much More Than Pixie Dust
Disney corporate leadership created a corporate culture and an organizational DNA well.
Disney employees didn’t just go to the store, buy pixie dust and start throwing it around.
Their tireless devotion to perpetuate Walt Disney’s dream, plus the game-changing
business concepts they created, helped build a resilient organizational culture that has
overcome tremendous challenges and is respected around the world.
Top global companies are committed in enriching its corporate culture for
global business expansion.

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Your people are representing your brands and products.
It is a vast financial impact to your business when the people who work for you are not fitted to your
corporate culture:
Situations Cost to the business
Employees are doing their job with low or zero
engagement
- Having low confidence at work
- Unfriendly to the customers
- Not caring about product quality control
- Arrive at work late or frequently absent
- Having conflicts with colleagues
Immediate impacts:
- Customer dissatisfaction
- Operational risks
- Lack of cooperation and collaborations in the business unit
Long-term impacts:
- Damage to product/brand reputation
- Losing trust from all stakeholders: employees, investors, business partners,
and customers
High Employee Turnover
- Your employees stay no longer than 6 months after they
have been trained and become fluent with the operational
process.
- Recruitment cost: Hiring, On-boarding, Training, Paperwork processing,
Manager time
- Exit cost: Paperwork processing, Manager time
- Loss of Expertise: Low productivity, Juggling Workload and bottle-necked
process due to staffing shortage, Customer dissatisfaction
- Opportunity cost (e.g. instead of wasting time and money engaging
wrong people, the business can invest those money in marketing or else)
Forbes says to replace an employee could cost you approx.1.5 times annual salary. US businesses lose approximately $11 billion annually due
to employee turnover, according to the Bureau of National Affairs. Employee engagement is important because “engaged employees” are more
committed and productive.

9. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved.
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Our “Four” strategic talent development approaches are based on
global best practices and our understanding in your business.
THREE:
Core soft skills & mindsets
building programs
Vision:
At every retail stores of your company around the world, your employees are committed to delivering
“the brand experience” to your customers.
FOUR:
Effective engagement
platform
Our service:
Define effective hiring process
and criteria to select right-fit
people to work for your stores
TWO:
Right-fit talent selection
Our service:
Structure essential training
programs that are geared to
help employees succeed in
their roles of delivering the
quality service to the customers
Our service:
Design a two-way street
communication to boost up
“CARE” organizations to create
a happy team that makes
customers happy
ONE: Your corporate culture will been defined by organization’s vision, mission, and values rather than a
culture that occurs by default.

10. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved.
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*30 weeks completion is under certain project assumptions, which will be given in the technical proposal.
Within 30* weeks,
your organization
will be equipped with
a complete set of
12 customized and
ready-to-use tools
to create a talented
workforce for every
retail stores globally.
Define Corporate
Culture
Review vision/mission/values &
Commitment survey via focus group
Identify core behavioural sets
Competency survey with managers and
selected employees and Define
competency sets on organizational skill
level
Examine the as-is
process of recruitment
and selection
Review as-is Job
Description (JD)
Corporate culture
guidebook
People selection
effectiveness health
check report
Best-fit selection
process flowchart
Structure screening process
Candidate scoring
sheet
Design scoring sheet for
culture-fit screening
Competency profiles for
store employees
Corporate culture
health check
report
Design the measurement methodologies
to gauge the training effectiveness
Identify the right-fit onboarding cultural
immersion programs for new employees
Translate competency sets into learning and development
program structure and course outline required for all employees
and each job group
Orientation program
guidebook for HR
and Managers
Training effectiveness
measurement
templates
Best-fit training structure
and training plan matrix
for store employees
Design 1-year communication roadmap
for the new corporate culture
Measure the effectiveness of as-is communication platform at your
organization, identify SWOT, and provide recommendations for
improvements
Define best-fit
communication methods and
messages
Effective
communication
health check
report
Internal
communication
guidebook for HR
and Managers
1-year internal
communication roadmap
to embed the new
corporate culture

11. 11
© 2013 Talent Development by Nonkwan Hongthong. All rights reserved.
http://www.thetalentdevelopment.com/
Project Director Profile
NONKWAN HONGTHONG
Relevant Experience
Relevant Skills
▪ Nonkwan specializes in branding,
communication, change, and training in
the field of Talent and Organization
Development. She has over ten years of
experience working with global firms (e.g.
BMW Group, Accenture’s clients),
designing employee engagement
programs that create effective transition
and mobilization of human capital within
firms.
 Nonkwan was a Management Consultant at Accenture, leading change communication for second largest Malaysian
commercial banking System Implementation - change readiness assessment, stakeholder management, external
communication impact assessment, crisis communication management. She was also leading the curriculum design
and training executions for one of Accenture’s corporate citizenship initiative, Skills to Succeed, focuses on advancing
employment and entrepreneurship opportunities in both mature and emerging markets.
 While at BMW Leasing (Thailand), Nonkwan managed organization’s internal communication manager, leading
several employee engagement programs and promoting the organization brand as regional best practice and global
communication hub.
 With her latest role as the lead of Human Capital Consulting in a boutique consulting firm in Thailand – Compass
Institute, Nonkwan designed HR strategic frameworks and customized training programs and delivers the classroom
training for many corporate clients in various industries. Her strengths lie in Talent Management, Change Management,
Innovation Management, and Customer Centricity.
Industry
 Retail
 Automotive
 Financial Services
 Energy
 Game and Entertainment
Functional
 Employee branding
 Employee engagement
 Effective Communication management
 Change management
 Project management
 Training and Coaching
Contact:
Chicago, USA
+1 (773) 574 4042
Bangkok, Thailand
+66 (84) 364 8923
Email: nonkwan@thetalentdevelopment.com
Education:

12. © 2013 Talent Development by Nonkwan Hongthong. All rights reserved.
http://www.thetalentdevelopment.com/
We would like to invite you to explore more of our methodologies
and expected outputs and how can we help you with
our customized solutions.
Please contact us at info@thetalentdevelopment.com